General Clerk 2 - Call Center Agent 
Location: US, DC, Washington
Employment type: Full-time
Required experience: Entry level
Required education: High School or equivalent
Industry: Management Consulting
Function: Customer Service

Company profile:
Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.

Job description:
We are currently seeking General Clerk II to work as a call center agent in our Washington, D.C. client location.  The right candidate will be an integral part of our talented team, supporting our continued growth. Responsibilities include, but are not limited to: Receiving and directing calls in a professional mannerMaintain and verify supporting documents related to the federal government's Affordable Care Act via paper or electronic formatIdentify, classify and sort documentsAssociate all scanned images and hard copies of verification documents with an individual’s record in client database Make appropriate annotations in the client database to indicate that new information has been received for record.Communicate with applicants, enrollees, and other relevant individuals to support the efficient processing of documentation. Communication will be conducted through mail, email or limited outbound callingHandle Complex Issue Resolution to include but not limited to; identify, research, analyze and manage all incoming and outgoing written correspondence related to all complex issuesMaintain Resolution LogPerform basic data entry; prepare and maintain detailed records, files, and reports; to type accurately at a speed consistent with work requirements; and to transfer documents from one location to anotherLift large boxes of paper for storage or production use if requiredHandle time-sensitive materialsHandle confidential materialsPerform duties and special requests as assigned by team leader and managerEnsure operating and quality standards are met based on service objectivesMaintain accuracy of required reports, logs and measurementsEnsure the highest levels of customer careEnsure adherence to business guidelines, safety &amp; security proceduresSupport financial results by minimizing site waste and rework

Requirements:
Required Qualifications:Have knowledge of business or program terminology, methods, and procedures; of office procedures; and of spelling, punctuation and grammarWork experience in email and Microsoft Windows environments is requiredKeyboarding skills requiredAbility to communicate effectively both in verbal and written formAbility to effectively work individually or in a team environmentAbility to handle multiple projects simultaneouslyAbility to adapt to change in a fast-growing production environment Strong organizational and administrative skillsDemonstrated ability to show initiative and accept ownership of projectsAbility to use problem-solving skills in order to resolve client issuesBasic mathematical knowledgeAbility to meet employer's attendance policy May be required to lift items weighing up to 50 pounds or the State maximum allowed with or without accommodationsMay be required to sit, stand, and or walk for long periods of time with or without accommodationsHS Diploma or equivalent (GED) requiredMinimum 3 months customer service experiencePrior experience in Healthcare or Insurance Industry a plus

Benefits: